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The goal of a refill reminder is to improve patient adherence by ensuring that the patient has enough supply of a product, to stick to their protocols and successfully continue their wellness. Given that, it makes the most sense to send the refill reminder right before a patient is about to run out of supply as this is when they're the most likely to order a refill!
Refill reminders are scheduled using the quantity the patient purchased and the practitioners dosage instructions. Below is an example of an email patients receive when their supply is expected to be running low.
An example of a Refill Reminder email sent to patients.
By default, when you create a treatment plan, Advanced Dosage settings will be used. This is identifiable by the ability to use the dosage quantity, frequency, and duration selectors under Dosage.
You can toggle between ‘Plain-Text’ and ‘Advanced Dosage’ instructions by selecting the gear icon beneath the product panel.
Toggle dosage instructions settings by selecting the gear icon.
Note: Refill reminders are attached directly to an order, not to a treatment plan. If treatment plan dosage changes are made for products that have already been ordered, it will not affect how refill reminders are sent until the product is re-ordered.
Advanced Refill Reminders
Once a patient has placed an order, they'll receive a refill reminder 7 days prior to their dose running out, based on the product with the shortest dosage period. However, if an order is placed for the same items before the dose runs out, a reminder won't be sent.
Let’s look at an example where 3 products have been ordered:
Product A will last for 2 months
Product B will last for 1 month
Product C does not use advanced dosing
In this scenario, the refill reminder will be sent 7 days before Product B runs out, as it is the product with the shortest dosage period.
- If the shortest item runs out at or before 21 days from the order being placed, the reminder will be sent on the day the product runs out.
- If (using the example order above) Product A is re-ordered before the refill reminder is sent for the first order, it will be removed from the first refill reminder, and included in the reminder for the second order.
- If a product is included on an active Autoship Subscription, a reminder won't be sent for that product.
Plain-Text Refill Reminders
Once a patient has placed an order, they'll receive a refill reminder at 30 days. However, if an order is placed for the same items before the dose runs out, a reminder won't be sent for the 1st order.
If an order is placed for items entirely from the catalog (not attached to a treatment plan) they won't use advance dosage and the refill reminder will default to being sent at 30 days.